LATEST IN TRAVEL

“I SAT there one day reflecting on all the people I had screwed over in the pursuit of success.” This fed-up Aussie set of for life of travel, arriving in his latest destination with just $7 in his pocket.

RUDE guests. A list of demands so long it could be turned into an epic novel. Items that magically disappear from the room as if Ross from Friends had just popped in for a visit (and left dragging a suspiciously overstuffed suitcase).

Jacob Tomsky, author of the book Heads in Beds, has "checked you in, checked you out, parked your car, tasted your room-service meals, cleaned your toilet, denied you a late check-out, given you a wake-up call, eaten M & Ms out of your minibar, laughed at your jokes, and taken your money".

Here he reveals what life is really like for a hotel worker - and what they think of YOU.

I worked for a decade in the hotel business. I started by parking cars accidentally and was then promoted to the front desk, then on to housekeeping.

It's an interesting job. Our hours fluctuate. Every time you come into the hotel it can be a different situation - it's not boring. It can be tedious, but not boring.

You have to take care of customers and know how to deal with them - their entire holiday is in your hands. So it can be very stressful. Some people just don't last long - someone I know lasted just two weeks.

Traditionally people have felt that people have very simple jobs at hotels, but things are very complicated. We're taking care of a lot of different aspects of people's lives. So many things can go wrong, and it's often not our fault.

How rude

There's something primal about checking in to a hotel. It's the only time in some people's lives where they have servants - if you beak a glass you don't have to clean up. Some people do turn into children.

There's a lot of difficulty with air travel and air rage these days. Guests get stuck, they get delayed, but are aware they can't change the situation at the airport, so at the hotel it's the first time they gain control over their lives, and suddenly they're the king of the world and can demand what they want.

There are so many complaints - and they're justified - but people don't seem to realise that I personally had nothing to do with what went wrong. It could have been a reservation agent from a completely different location who made the mistake. But some guests take it out on us at the front desk.

This is a limited amount of people - most are very kind.

One of my pet peeves is when someone tries to assert how often they stay at a property to get preferential treatment. They don't realise that people stay here all year sometimes.

Some people just demand things, instead of asking. At the hotel my job is to make everyone happy, which we know is impossible. But let me tell you, I'd rather help people who are being nice.

Being on the phone while checking in, as if I'm a machine, that makes me feel very sad about my life so I won't help you. I deliberately give those people the bad rooms.

People who drop your name into the conversation a lot are also annoying.

You can do it (ask for an upgrade). But if you just ask 'is there an upgrade?' then laugh nervously, I'll give a fake laugh too and it's easy to move past that and say 'sorry we don't have anything available tonight'.

That's one reason why I suggest giving a tip is one of the best things to do.

We can deal with 200, 400 or more people a day so to establish yourself as someone different is hard. We hear the standard lines so often, like 'it's my first time here', and it's hard to get on our radar.

A smile can go a long way when dealing with hotel staff. Picture: ThinkstockSource: Supplied

On what you can take from hotel rooms

People take pillows and robes and put them in their bags. It's very common. These are things that are near impossible for the hotel to check nor is it their position to accuse you of stealing. The cost of the robe is much lower than the room's cost anyway.

But the hotels want you to take the amenities. If you love them and take them home and look at the logo then you're reminded of the hotel and the chain, it's an effective marketing tool for hotels.

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Comments on this story

Dennis Posted at 1:23 PM October 03, 2013

I've only ever stayed in el cheapo hotels in say South America where there is no service. I don't travel nowadays. I'm too old for that. I prefer to spend my time at home with the doggie. She is a real little cutie and has the run of the house.

Comment 1 of 8

Andrew of Koozbane NSW Posted at 1:07 PM October 03, 2013

I spent 13 years working in various International 3,4 and 5 star hotels in roles from waiter through to Assistant Manager. I can say that for the low pay that hotel staff get paid people should appreciate them far more than they do! Both celebrities and the average person can be both the nicest and the worst guests around. Please and Thank You are free but they can make a huge difference in the way hotel staff perceive you.

Comment 2 of 8

Rod of Qld Posted at 12:35 PM October 03, 2013

I'm a great guest. I like to leave the room tidy. I strip the bed down, make sure the bathroom is clean, my rubbish is in a garbage bag and tied up. But jeez I hate staying in a motel room and it's dirty, and believe me, there are some grubby motels in this country. And one of the worst I found was a 4 star rated motel in Brisbane. I complained about one room in particular and on my next stay I was given the usual apology and whatever and then upgraded to a more expensive room. It was just as bad. Cracked tiles in the bathroom, rotted carpet, dusty blinds, the lot. The excuse for the rundown, "oh, the rooms are being renovated". The bloody rooms should not have been rented out. I won't stay there again

Comment 3 of 8

Matt Posted at 12:11 PM October 03, 2013

Who cares what staff think, get me a drink!

Comment 4 of 8

Tracey Posted at 12:09 PM October 03, 2013

My biggest peeve with hotels whether they be three star or five star, I've stayed in all types and the one thing they all have in common are the beds, they are too hard, like sleeping on concrete. It's come to the point where I have to take my own bed foam topper which allows me to get some modicum of decent sleep. Sadly I know there is little that will change with this fault and so I will just have to put up with it. Apart from that, good manners and a smile will always go a long way.

Comment 5 of 8

Bill of Queensland of Brisbane Posted at 11:30 AM October 03, 2013

The ultimate insult to a hotel must be when nobody nicks the pens because they are of such poor quality!

Comment 6 of 8

JRM Posted at 11:22 AM October 03, 2013

Reception where you are being checked in or out - and the person serving you answers their phone.
And then you have to wait.
They dont like you on a mobile. Same couresty please.

Comment 7 of 8

Os in Oz of Australia Posted at 11:03 AM October 03, 2013

I work in the many 5 star hotels in Hong Kong for over 20 yrs. Sounds like this person was worked at 3-4 star hotel. 5 star hotel in Asia, we trained to accommodating guests' needs, non matter easy or hard. We come to work to think how to make our guests' stay a wonderful one, as we all know they are paying over US$400- a night. It's not in our training that reject the guest, but to 'achieve' each other individual needs.

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